A Trip to the Farm
Funny thing about relationships, sometimes they outlast the business purpose that brought them together in the first place. I am blessed in my life with several friends that came into my life a long time ago because of business need, and remain in my life because of an emotional attachment.
You know we talk a lot about emotion here, since loyalty IS an emotional attachment. I see it as a part of my job as a customer care coach to teach people to build that connection with their customers to get more business and increase profit. Rarely do I talk about some of the added bonuses to that process. Today I'd like to salute the customers who become friends. Who, over the months or years you know them, let you into to their personal lives, their dreams and their hearts.
I recently had the opportunity to spend some time with some friends that started as customers a very long time ago - actually over 20 years ago. I have watched Mary and David lead a company that has grown to be a leader in the training industry* and create a life that includes a beautiful farm in the rolling hills of Virginia. The Farm is a magical place of rolling hills and forests teeming with wildlife. Its magic comes from the children who visit there to learn and have fun. A few weeks ago I was one of those kids.
Although I didn't participate in the formal programs at Learning Tree Farm (after all they are set up for children) I had quite a learning experience of my own. Dr. Steven Covey would have categorized what I was doing as "Sharpening the Saw." Resting, relaxing, reading and walking in nature was just the thing I needed to rejuvenate my body and mind and spirit for all the exciting work ahead as we continue our creation of the Customer Care Coach™ training program.**
My natural curiosity led me down to the schoolhouse though, to see what the rest of the kids were doing. There was an archeological dig going on and the kids were busy cleaning and categorizing their treasures before heading off to prepare a newsletter to share with their classmates.
Being a trainer myself, I couldn't resist a peek at the workbook they were using. It was there that I found this list of guidelines that I want to share with you today. If the children in the Learning Tree Farm programs grow up using these guidelines, they won't need much guidance from me in taking care of their customers. They will already have the framework necessary to build great relationships. I asked if I could reprint them here and got permission. So here are the Learning Tree Ten Guidelines for Success for big and little kids alike:
1. Be truthful and fair
If you aren't, the other guidelines won't help you.
2. Know who you are
Understand your strengths, your weaknesses, what makes you happy, what makes you sad, and what makes you angry.
3. Believe in and trust yourself
Think: "I can do it" and you can.
4. Take responsibility – keep your promises
Your life and your actions belong to you and your actions come with consequences.
If your actions don't meet your expectations, neither will your life. Develop your own set of principles and use them consistently to guide your actions.
5. Build yourself a dream
Focus on what you really want, not what others want you to want.
Write down your specific goals and develop a plan to reach them.
6. Take action
Your goals won't happen unless you act. Don't be afraid to get started.
Just do it. You will make mistakes, but you can learn from them and grow.
7. Keep at it – don’t get distracted
Success is a marathon, not a sprint. Work hard, endure, and never give up.
Keep your attention on what's important to you. Don't let other people or irrelevant activities distract you.
8. Hold tight to principles – be flexible with approaches
Keep to your dream and your principles, but be open to other possibilities.
Listen to the needs of others; everything doesn't have to happen as you want, but it does have to fit your dream. Never compromise your principles or your dream.
9. Keep learning
Always try to get all the facts. Think through how people and processes work.
Keep improving your skills: read books, get training. Seek out, ask questions of, and learn from those you respect and trust.
10. Share your life, thoughts and feelings
No one succeeds alone: make friends, be part of a team. Listen carefully, communicate effectively. Learn to understand and motivate others.
A Suggestion:
Always seek to help others
Remember, we are all here...only for a time...so fill your counted days with things that last...that matter...and that make a difference for you and for others.
Your acts of kindness for others will give your life meaning and true richness... and it is here that you will find fulfillment.
Copyright Learning Tree International
So, there you have it. Aren't they terrific? I'd like to believe I already live my life by these guidelines, but having them nearby will sure help me stay on track.
Take care and keeping caring, about everything you do,
__________________
References:
Learning Tree International is the world's leading provider of vendor-independent Information Technology education and training. Their customers expect a service that will develop their career-oriented knowledge and skills. Learning Tree meets these expectations through high-quality intensive hands-on learning experience under the guidance of highly qualified classroom instructors. The Guidelines are an important element of how they exceed customer expectations. Every individual in Learning Tree is encouraged to think and act consistently with these guidelines--thus working to provide an exceptional experience for their customers. The company's external motto is "Education You Can Trust." Their internal motto is "We Are Here to Help." More information about Learning Tree is available at http://www.learningtree.com, or by calling 1-800-THE-TREE (843-8733).
JoAnna Brandi's Customer Care Coach ™ is a weekly email based training program designed to teach managers in small and midsize businesses how to be more conscious, competent and caring in their critical business relationships. It's continuous learning for continuous improvement in your customer loyalty.
